Challenges with Traditional Chatbots and the Future of Conversational AI in Online Customer Support
In today’s digital age, chatbots have become a common tool for businesses to provide customer support. However, many users have had less than pleasant experiences with traditional chatbots. These chatbots often struggle to understand nuanced queries and fail to provide personalized responses. This has led to a lack of trust from users and frustration for both customers and business owners.
But there is hope on the horizon with the emergence of next-gen conversational and generative AI. These advanced AI technologies are expected to revolutionize online customer support by offering more human-like interactions and personalized experiences. A recent study conducted by Capterra sheds light on the challenges with traditional chatbots and how conversational AI can shape the future of online customer support.
One key finding from the study is that traditional chatbots don’t work well for the average user. Many users rated their experiences as poor to fair, with a significant portion expressing a lack of trust in chatbots to resolve their issues. These chatbots often require users to simplify their queries and frequently need to escalate complex issues to human agents. This limits their effectiveness in providing personalized recommendations and handling nuanced interactions.
On the other hand, ChatGPT, a next-gen AI chatbot, has shown promise in delivering personalized online shopping experiences. Retail brands like Instacart and Shopify have already adopted ChatGPT to process complex queries and offer personalized recommendations. Despite its effectiveness, consumer adoption of ChatGPT for shopping remains low, with many users preferring human recommendations over algorithm-driven suggestions.
Another option for companies looking to enhance their chat channel is adopting a customized approach by partnering with an outsourced customer experience (CX) expert. One good example of this is Humach, a contact center pioneer that has been fine-tuning the implementation of AI in its CX solutions for almost a decade. Humach recently launched its mAI Pilot solution that features a Custom Language Model (CLM) versus the Large Language Model (LLM) that traditional ChatGPT uses. “mAI Pilot is an off-the-shelf yet fully customizable CX solution set offering advanced AI technology coupled with AI certified live agents. By leveraging the design of a CLM, mAI Pilot is servicing our partners with a risk-free approach to contact center innovation,” explained Humach Chief Product Officer Bruce Sharpe.
Overall, the future of online customer support looks promising with the advancements in conversational and generative AI. While traditional chatbots may have their limitations, businesses can still utilize it to provide excellent customer experiences by implementing best practices and exploring options to transition into next-gen AI technologies. Stay tuned for more updates on the evolving landscape of chatbots and customer support.
